Role Summary:
Overall responsibilities are to response to all incoming customers e-mails with professional, handle refunds queue to all LOBs with professional, efficient and effective manner to ensure customer satisfaction and loyalty.
Role Scope:
Response to all incoming emails boxes such as late confirmation, missing items, wrong payment, refund, modification, incomplete and cancelled orders, agent’ls demeanor (LOB centers), escalation, vouchers, offers and technical issues.
Respond and register all complaint cases related to vendors such as driver attitude, delay delivery, missing items, food quality and T-Go.
Comply with TAT based on SOP escalation business rules.
Handling modifications and cancellation sheets.
Communicate vigorously with different internal and external channels to ensure complete order.
Comply with Talabat s standard guidelines and processes in relation to service recovery (compensation matrix and authority).
Collect Customers feedback and suggestion, forward it to direct team leader for future action.
Handle all sales force queue in relation to refund cases.
Handle partial refund / compensation / refund cancellation emails / changing orders / modifying orders / unreachable customer / sending invoices / payments issues / changing order status / sending vouchers / change refund methods.
Prepare refund reports for all LOBs and send them based on the agreed TAT.
Handle manual refund for debit cards and KNET using system platform.
Comply with Talabats standard guidelines and processes in relation to service recovery (compensation matrix and authority).
What Did We Order?
Education level University graduates, Major Business Administration - Accounting section is preferable
Experience:
Years of experience 1 year
Field of experience Accounting or Finance
Type of experience Contact Center.
